I booked this trip for my husband’s birthday and at first everything was great. The location is amazing with trails right behind the rooms and it had just snowed 5in so the resort and bridge looked so nice. We got into our room and it looked older and not as nice, but we weren’t as concerned. We then went to dinner and our waitress wasn’t the nicest and the food wasn’t that good either, but we didn’t let that bother us too much since there was snow and probably limited staff because of it. We then went in our room and started getting settled in, which is when it went down hill.
The shower had different types of hair all of the ground and one big chunk of hair stuck inside the shower curtain. Not to mention, there were several towels with hair in them. They didn’t provide us with a lot of bar soap, which was frustrating since their “shower soap” looked very nasty and had things in it. After being disgusted, I went to go to sleep and once I pulled up the sheets I saw hair everywhere. Little pieces that looked like dog hair, men’s hair, and later a couple pieces of long hair. I was absolutely disgusted. I checked to see if I could flip the sheet over, but there was no sheet underneath that sheet and it was just the old crusty mattress, which looked worse. I wasn’t going to complain, but I couldn’t even sleep in the bed so I called the front desk. I was very polite and mentioned that there was some hairs on my sheet and asked if we can switch it for new sheets. The lady at the front desk, who has been watching movies the entire time we checked in and each time we were up there, said “I don’t know if we even have one, so come up here and check if we do.” Then she hung up…I’ve heard that the customer service is horrible at this place, but I was hoping I wasn’t going to experience it. We were in a different building and had to walk back up to the front with the snow and the thick ice, since she didn’t want to send a staff member or herself to our room. My husband got a singular sheet, not a whole new set of sheets, and saw that she was once again watching movies the entire time. She didn’t even look up to comment or apologize for the inconvenience. I’m shocked that we weren’t moved into a different room or didn’t at least have someone to come and change the sheets. She then asked what our room number was and my husband asked why, which she responded “people try to steal sheets, so I’m just making sure what room you guys are.” I know having to stay at work, while there is snow outside can be frustrating, but having zero sympathy or customer service with people, who are trying to be nice, is horrible. I have no idea how this place has almost five stars and I have no idea how service isn’t better when there is less people in the “resort”. Hopefully it’s better for others, but I will never be staying at this place again. Loved the location, but that unfortunately was the only good thing about this place.